Unlocking ORANGE Iphone PROBLEMS!

Old_Stanners

I got an Iphone 3gs on a monthly contract in april 2010.

I got it from the carphone warehouse and when I asked at the time they said theat they don't sell locked phones. A little disingenuous given that as soon as i put the Orange SIM card in it was locked to Orange. They knew but I didn't know that until...

I found a good sim only deal with 3 in early April. My contract was up on the 15th so I thought great. Cancel the contract with orange, stick the 3 sim in and off we go. Then 3 told me the phone was locked.

So i called Orange on the 20th who said it'll be £20 and "up to 30 days" to unlock it. I objected but they said it'll probably only be a couple of days. So i borrowed a mobile and carried round my iphone with contacts since it'll only be a couple of days.

So now its 11 days down the line and today i decide to push it. I call orange who say that they are waiting for an "unlock code" from Apple.

I call Apple who say that Orange locked it (all Iphones are sold unlocked, so Apple say) so Orange have to unlock it.

I recall Orange who deny Apple's story - they NEED an unlock code.

I recall Apple who deny that they even know what an unlock code is!

The pattern repeats ad nauseam.

The best that Orange's "customer services" folk in India and the Philipines can say is (and this is a direct quote) "wait 30 days and then complain"!!!!!!!

Needless to say, i have sent off my email of complaint and got my letter ready for the post but I am curious as to who is correct.

Apple's story makes more sense to me, and seems to be backed up by the internet searches I have done but I think that Apple must have some sort of input to the unlocking process.

Does anyone know the truth?

Mind you, it has been like this for the whole time i have "owned" the phone (it has never felt like mine - there always seems to be someone else in charge of it) - if the signal/internet/etc is bad, Apple blame Orange and Orange blame Apple!

Also, I have heard that, legally, your service provider HAS to unlock your phone if you own the phone and you have been with them for over 3 months. I do and I have - what is the time limit?

K

baby_frogmella

There is no such thing as an 'unlock code' for the iphone. To unlock an iphone the network operator simply gives the IMEI number of the handset to Apple who whitelist it on their database, the user then needs to connect it to itunes to complete the unlocking procedure. Have you tried connecting your iphone to itunes yet to see if its already been unlocked? You need to keep pushing Orange. If Orange keep messing you about, then ask them to refund you £20 and pay an extra £8 and get it unlocked (factory) through ebay...at least you are pretty much guaranteed to have an unlocked handset within a few days
http://www.ebay.co.uk/itm/iPHONE-3-3gs-4-4s-PERMANENT-UNLOCKING-SERVICE-ORANGE-T-MOBILE-/251048167160?pt=UK_Phones_Software_RL&hash=item3a73a306f8#ht_1674wt_1139

diamonds

As above, connect to itunes, failing that the ball lies with Orange [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

My 3GS unlock took a few hours.

Old_Stanners

Many thanks for the very prompt replies. I have not tried to connect to iTunes as apple say that the phone is locked to orange still.

I'll give it a go.

And my email WILL go to executive.etc

Thank you.

K

NFH

Old_Stanners wrote: »

Also, I have heard that, legally, your service provider HAS to unlock your phone if you own the phone and you have been with them for over 3 months. I do and I have - what is the time limit?

Orange are often taking more than the advertised performance period of 30 days to request Apple to unlock iPhones. Therefore if Orange performs the service after the 30 day period has elapsed, you can request a refund in respect of Orange's breach of Section 19 of the Consumer Protection (Distance Selling) Regulations 2000.

Old_Stanners

I have tried to contact the executive email but they refuse to even read my message saying that I have not escalated the complaint correctly. i am currently trying to contact a manager.

Buzby

Dear me, yes - 45 days is average from them confining I will be done to iTunes telling you the phone has been unlocked. You do know you need to put in a non Orange SIM for the process to work?

Old_Stanners

This gets worse. I tried to escalate the complaint to a manager and i got through to a team leader who offered to send a hurry up to the unlockers, but no more. I could not speak to the unlockers nor send them an email so I asked to speak to her boss. He refused to do anything until the 30 days was up so I asked to speak to theirs and they will allegedly call me back in 7 to 10 days!!!!!! Never go with Orange, people.
I'm not sure I get your post, Buzby. Will the phone be unlocked before they mail me? I will try the 3 sim in tonight and connect to itunes.

drbesty

Do you not think if they could unlock the phone instantly they would just do it rather than cause all this hassle?

Buzby

The issue is solely due to staffing (lack of). I was told there was now only 1 person processing (Apple) unlock requests, and the backlog was running at 35 days or so. You are right, you cannot contact them - but then if everyone is being dealt with in sequence I'd be hacked off at it taking longer because they were answering spurious emails from customers complaining how long it was taking.

Sure, it's naff customer service, but the upside is that it will be done - but on their terms. I don't believe there is any short-cut available, and it'll be done when it is done. Your ultimate sanction is never to use them again, or better still - by your next iPhone from Apple direct, it'll stay unlocked after you put a SIM into it.

grumbler

drbesty wrote: »

Do you not think if they could unlock the phone instantly they would just do it rather than cause all this hassle?

Yes, I think they can do this faster, they just don't want to move their fat asses.
Interestingly, every time I see a thread about problems with unlocking Iphones it is Orange again and again.
Why do, say, O2 take up to 10 days, not 30 like Orange?